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AI Customer Support Triage & Escalation — a working Make.com automation designed to handle support requests safely and consistently.
The workflow receives customer details through a webhook, validates and structures the request, then routes it based on urgency. High-priority requests receive an immediate confirmation and are marked for specialist review within 15 minutes. Normal or uncertain requests are sent to a human-review fallback so the automation does not guess or route customers to the wrong team.
I tested both paths with realistic requests and verified the results in Make’s execution logs. The urgent test completed the priority-response route, while the normal test correctly rejected that route and completed the human-review response.
Key capabilities demonstrated:
• Webhook and API intake
• Conditional urgency routing
• Human-review fallback handling
• Clear HTTP 200 responses
• Real-world testing and execution-log verification
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